Summary
Websites
Overview
Work History
Education
Key Skills
Skills
Certification
e6
John A. Casavant

John A. Casavant

Sr. Project Manager
Sanford,Florida

Summary

Innovative, customer-driven professional with over 15 years of proven success in operations management, revenue operations, and global team leadership. Results-driven leader specializing in the delivery of cloud-based enterprise software solutions and end-to-end process improvement. Program/Project Management (Agile/PMI): Leading complex projects from concept to successful deployment. Operations & Finance: Experience in contact center management, Finance Bill to Cash (B2C), and revenue operations. Technology & Strategy: Demonstrated ability in database information technology (IT), business intelligence (BI), strategic planning, and leveraging data-driven outcomes.

Overview

15
15

+Years of professional experience

5
5

+ Certification

Work History

Senior Manager, Financial Management Transformation Office

Verizon Communications
Lake Mary, Florida
12.2023 - 12.2025
  • Business Transformation, Senior Manager in the Finance Transformation Management Office (FTMO), focused on end-to-end initiatives that drive change and add value closely working with stakeholders.
  • Coordinate the discovery of key requirements and functional designs to deliver best practice business processes and value-add outcomes.
  • Test Planning & Execution: Develop and coordinate all test plans, cases, and scripts to ensure solution quality.
  • Defect Tracking & Reporting: Identify, document, and report on all defects found during testing.
  • Test Automation: Implement automated testing framework to increase testing efficiency.
  • Performance & Security Testing: Conducted performance, load, and security testing to ensure production application reliability.

Manager, Business Transformation Office

Verizon Communications
Lake Mary, Florida
04.2023 - 12.2023
  • FTMO Program and Project Manager supporting the end-to-end Treasury business function and Finance Talent Development.
  • Improved Finance Talent Development Continuing Professional Education (CPE) end-to-end process workflow.
  • Transitioned from various technologies to single Smartsheet platform with automated workflows.
  • Optimized support and traceability for National Association of State Boards of Accountancy (NASBA) audits.
  • Value creation and savings for the Finance Talent Development Team (FTD): ~ 2000 annual hours of savings (1 Full Time Equivalent)

Supervisor, Bill to Cash, Call Center Technology

Verizon Communications
Lake Mary, Florida
02.2019 - 04.2023
  • Experienced people leader that helps drive strategy and improvements to finance credit and collections call center tools as it relates to improving the overall consumer customer payment outcomes.
  • Managed a team of 11 Call Center Technology technical engineers.
  • Report and measure overall customer engagement effectiveness as it relates IVR self-serve, Web and Omni channel engagement.
  • Communicate call flow results, trends, and present corrective action options to senior management for decisions.
  • Research, benchmark, and recommend emergent technology solutions.
  • Lead continuous improvement initiatives, including root cause analysis, risk identification and executing on risk response plans.

Director, Mobile Application Deployment & Customer Support

Accesso PLC
Lake Mary, Florida
05.2018 - 11.2018
  • Delighting customers with mobile application solutions to improve venue visitor fun and provide analytics to manage in-venue excitement.
  • Responsible for the product support for TE2 North American customers.
  • Report to the Vice President of Product Operations, TE2.
  • Manage mobile application release life cycle for Android and Apple iOS.
  • Drive SLA compliance for contractual obligations.
  • Production platform support and problem resolution management.
  • Successfully managed and lead deployment engineering team responsible for all theme park and resorts.

Senior Principal Program Manager, CPO Operations

Veritas Technologies, LLC
Lake Mary, Florida
01.2015 - 01.2018
  • Program manage new product introductions and business model changes for Chief Product Officer (CPO) at Veritas.
  • Report to the Senior Director of Product Operations, New Product Introductions (NPI).
  • Lead cross-functional stakeholders to resolve operational issues for new product introductions.
  • Manage cloud and digital transformation of legacy and mature storage products.
  • Drive cross functional alignment and demonstrates a wide variety of project management approaches, including standard SDLC and PM methodologies (Agile / Scrum, Kanban, PMI Practice, Waterfall, etc.).

Manager, Order to Cash, Billing Operations

Veritas Technologies, LLC
Lake Mary, Florida
01.2015 - 01.2018
  • Manage the billing operations team responsible for worldwide customer billing and invoicing for Veritas.
  • Lead global billing team (Ireland, India and United States) invoicing over $700 million per quarter.
  • Reported to the Senior Director of Business Operations, Order to Cash.
  • Reduced billing issues and automated the Oracle ERP billing jobs.
  • Interact with key customers and resolved CFO escalations for invoice discrepancies.
  • Enabled cloud business consumption and usage billing.

Manager, Backup & Recovery Global Self-Help Support Experience

Symantec Corporation
Lake Mary, Florida
01.2005 - 01.2015
  • Manage the global support online experience team responsible for world class customer experience for one of the largest product areas at Symantec.
  • Responsible for the backup and recovery product (Backup Exec, NetBackup and Appliances) self-help support, online content and webpages.
  • Leading global team of knowledge management engineers.
  • Reported to the Vice President of Business Operations, Enterprise Support & Services.
  • Responsible for managing Customer Experience initiatives on a $7 million dollar Knowledge Management (SymWISE) multi-year software implementation project transferring over 100K articles to Salesforce.com.
  • A demonstrated record of exceeding goals, on-time project achievement, staff management and working closely with senior management teams to implement technology performance tools.
  • Experienced program manager, trained in K-T Resolve problem solving, presentation skills and business process improvement.

Education

Master of Science (MS) - Management Information Systems

University of Central Florida

Master of Arts (MA) - Instructional Systems Technology

University of Central Florida

Bachelor of Science in Business Administration (BSBA) - Finance

University of Central Florida

Microsoft Certified Professional (MCP) and Microsoft Certified Systems Engineer (MCSE Windows NT 4), Computer Science, Database and Information Technology

University of Phoenix
01.1999

Key Skills

Knowledge Management, Customer Experience (Net Promoter Score), Call Center Operations, Order to Cash, Bill to Cash Collections, Source to Report, PMI Program Management, Agile/Scrum, Kanban, Waterfall, SDLC, Project Planning and Coordination, Organizational Change Management, Customer Experience Management (CEM), Knowledge Centered Support (KCS), Knowledge Management Maturity (KMM), ITIL, CMMi, P&L Management, Salesforce.com, Salesforce Knowledge Management, Oracle ERP, Statistical Improvement Methodologies, Software Solutions Architecture, Office and Google Productivity Suites (Microsoft: Excel, Word, PowerPoint, Google: Sheets, Docs, Slides), Document Business and Functional Requirements, C++, C#, Python, Jupyter Notebooks, SQL, Google AppScript, Smartsheet Automation, Google Big Query, Vertex AI, IBM Watson, JavaScript, HTML, XML, Postman API, Jira, Confluence, Slack Workflows

Skills

  • Knowledge Management
  • Customer Experience (Net Promoter Score)
  • Call Center Operations
  • Order to Cash
  • Bill to Cash Collections
  • Source to Report
  • PMI Program Management
  • Agile/Scrum
  • Kanban
  • Waterfall
  • SDLC
  • Project Planning and Coordination
  • Organizational Change Management
  • Customer Experience Management (CEM)
  • Knowledge Centered Support (KCS)
  • Knowledge Management Maturity (KMM)
  • ITIL
  • CMMi
  • P&L Management
  • Salesforcecom
  • Salesforce Knowledge Management
  • Oracle ERP
  • Statistical Improvement Methodologies
  • Software Solutions Architecture
  • Office and Google Productivity Suites
  • Document Business and Functional Requirements
  • C
  • C#
  • Python
  • Jupyter Notebooks
  • SQL
  • Google AppScript
  • Smartsheet Automation
  • Google Big Query
  • Vertex AI
  • IBM Watson
  • JavaScript
  • HTML
  • XML
  • Postman API
  • Jira
  • Confluence
  • Slack Workflows

Certification

Stanford University | Center for Professional Development

  • Strategic Decision & Risk Management Certificate | Completed Nov2014 (6 courses: Decision Quality, Decision Analysis, Modeling for Strategic Insights, Converting Strategy into Action, Biases in Decision Making, and Leading Strategic Decision Making)

Google

  • Generative AI Leader Certification | Expires Aug 2028
  • Google Cloud Data Analytics Certificate | Expires Dec 2027

Coursera

  • Developing Application with Google Cloud Platform (GCP) | Jan 2019

https://www.coursera.org/account/accomplishments/specialization/certificate/4U4X258QY76C

  • IBM Data Science Professional Certificate | Jan 2019

https://www.coursera.org/account/accomplishments/specialization/certificate/67X7J5J92UD9

Service Capability & Performance (SCP) Career Certification

  • Certified Support Manager | 2006